Use AI Phone Agent settings to control how your agent introduces itself, responds to callers, sounds, routes calls, and follows up after a call.
Each AI Phone Agent license provides one phone number and one agent. If the AI Phone Agent page is not available, ask your Hatz administrator or account team to confirm that your organization has an available phone-agent license.
Open an agent's settings
Open AI Phone Agent.
Find the agent you want to update. You can search the list by agent information.
Select Configuration.
Use the sections in the settings window to make your changes.
Select Save changes when you are finished.
The agent's phone number appears at the top of the settings window so you can confirm that you are editing the correct agent.
Identity & model
Use Identity & model to set the agent name, AI model, and response profile.
Agent Name: The name used to identify this phone agent.
LLM Model: The AI model that handles the conversation. The available list is limited to models supported for phone calls.
Response Profile: Controls the general response style, such as concise or more detailed answers.
Conversation
Use Conversation to set what callers hear first and how the agent should behave.
Opener Message: The greeting the agent says when a call connects. Keep it brief, identify your organization, and invite the caller to explain what they need.
System Prompt: The instructions that define the agent's role, tone, responsibilities, boundaries, and escalation behavior.
AI Assist: Helps draft or improve the opener message and system prompt. Review generated text before saving.
Write the system prompt for spoken conversation. Use clear sentences and avoid formatting that would sound unnatural when read aloud.
Voice
Use Voice to choose how the agent sounds and improve speech recognition.
Search voices by name or description.
Filter by gender, genre, and language.
Select Test to hear the selected voice before saving.
Adjust Voice Speed to make speech slower or faster.
Add Speech-to-Text Keyterms for company names, product names, acronyms, or other words that are often transcribed incorrectly.
Test the full greeting after changing the voice, speed, or opener message. A voice that sounds natural at one speed may sound different after the speed changes.
Call handling
Use Call handling for transfers, availability, returning callers, call limits, and blocked numbers.
General call options
Background Noise: Adds office ambience and keyboard sounds while the agent is thinking.
Returning-Caller Memory: Lets the agent recognize repeat callers and use available context from earlier calls.
Maximum Call Length: Tells the agent to wrap up near a configured limit. A caller who has already been transferred is not disconnected by this limit.
Post-Call Workflow: Runs a selected workflow with the transcript after a call ends.
Call transfer departments
Turn on Call Transfer Departments when the agent should hand callers to a person or team. Add a department name and destination number, then choose how callers are routed:
Agent routes the caller: The agent chooses a department from what the caller says and the department descriptions you provide.
Caller presses a key: The agent presents a spoken keypad menu and routes the caller by the selected key.
Use Warm transfer to have the agent brief the department before connecting the caller. Use Business hours to set the days, times, and timezone when transfers are available. Outside those hours, the agent continues with its after-hours behavior instead of transferring the call.
Block unwanted callers
The Caller Blocklist prevents spam or unwanted numbers from reaching the AI. A blocked caller hears a brief unavailable message, and the call ends before the AI engages.
In Call handling, select Blocklist Manager.
Enter the phone number to block.
Optionally add a label, such as Robocaller.
Select Add caller.
Blocklist changes save immediately. You do not need to select Save changes in the main settings window for a block or unblock action.
To allow a number again, open Blocklist Manager and select the remove control beside that number.
After the call
Use After the call to control summary email and recording behavior.
Email a Post-Call Summary: Sends an AI-written recap after each call. Turn it off when no summary email should be sent.
Summary Prompt: Defines the information and structure the summary should include.
Email Subject and To Email: Set the subject line and recipient for summary emails.
Attach a Call Recording: Includes an audio recording with the summary email. Confirm that your use complies with applicable consent and recording laws.
Use New Email Templates: Uses the enhanced phone-summary email format.
Send No User Input Email: Sends a notification when a call ends without caller input.
Troubleshooting
If changes do not save, confirm that all required fields in each section are complete.
If a transfer fails, confirm the destination number, routing mode, department description, and business-hours schedule.
If callers or company names are transcribed incorrectly, add the terms under Speech-to-Text Keyterms.
If a blocked number still reaches the agent, confirm that the number in the blocklist includes the correct country and area code.
When contacting Hatz Support, include the phone-agent name, the approximate call time, what you expected to happen, and what happened instead. Do not send passwords, access tokens, or full call recordings unless Support requests them through an approved channel.